Joanne Klien

End User Adoption of Your Office 365 Compliance Program

What does end-user adoption have to do with records management? What are some resources for deploying an Office 365 based compliance program in your organization? Reader favorite Joanne Klein talks through the options. Check out the video or read the transcript.

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Erica Toelle: Hi. I'm Erica Toelle, the Product Evangelist for RecordPoint.
Joanne Klein: I'm Joanne Klein. I'm an MVP for Office Servers and Services and own my consulting company NexNovus.
Erica Toelle: Perfect. Thanks for joining us today. I've been following your blog and I am a big fan.
Joanne Klein: Thank you.
Erica Toelle: The articles you write are clear, and your images are wonderful.
I've noticed you've been writing some great articles on the advanced data governance and Office 365 Compliance features.

Office 365 Compliance Program Scenarios

Joanne Klein: It's front and center for clients that I work with right now. I am working migrating in content from shared network drives and old SharePoint on-premises environments.
Working in the financial services industry so of course, data protection and security is top of mind for those clients. That's my focus right now.
Erica Toelle: Sure. What kind of scenarios are you enabling with these solutions?
Joanne Klein: The position we find ourselves in is moving from the traditional information management policy way of retaining content. We are trying to figure out what the new controls are in Office 365.
That's where my focus is, and that's why I'm blogging about that. During Ignite this week, my focus was to find out about where Microsoft is taking those aspects of Office 365.
Erica Toelle: Great. Have those sessions occurred already?

Office 365 Unified Labels

Joanne Klein: Yes. There was an excellent one this morning that talked about how they're unifying the protection and the retention labels into one unified label, which is a fantastic story.
There was some confusion up to this point in time. Two separate labels, what do they mean? It's good to hear that they're bringing that together.
Erica Toelle: That's great. Any other announcements we should understand?
Joanne Klein: This is a specific one. We can automatically apply labels based on metadata on something in SharePoint, which is fantastic.
Erica Toelle: Thank goodness. Is that using the search function or did they get that specific?
Joanne Klein: No, I think it still uses the search function behind the scenes. That was a big news item for me.
Erica Toelle: Perfect.
Joanne Klein: It is something we're going to use with my clients.

Common Blockers in a Compliance Program

Erica Toelle: That's great to hear. What are some common blockers or problems that you find working in this space?
Joanne Klein: I think the biggest one is trying to do it without impeding an end user's experience. We need to make it a simplistic experience.
What I saw this morning in the same session is that this is Microsoft's goal as well, which was very good. What they want is for an end user to open their documents.
The functionality can detect the content of that document and automatically apply the appropriate classification and label. For example, it will set them up so they aren’t forwarding something when they shouldn't be sending it. It doesn't stop them from doing their job, which is perfect.
Erica Toelle: Oh, that's excellent news. I know you also specialize in the end user adoption space.
Joanne Klein: Yes, I do.

End User Adoption in a Compliance Program

Erica Toelle: Do you ever have projects that involve both records management and end user adoption?
Joanne Klein: Ironically, yes. The thing I just talked about, the seamless experience is end user adoption entirely. What you don't want to have happened is that it's just too much of a bother or too cumbersome to work with a document in Office 365. That’s when rouge IT can happen.
So instead, I'll use DropBox or some other SaaS app to move my files around. That's an end user adoption upsell. As well, I work with users across all the Office 365 services. I find those two worlds are hand in hand with each other quite a bit.
Erica Toelle: One of the things I like Microsoft is the rapid pace of innovation. I believe they are rolling out features, Office 365, every week.
Joanne Klein: They are.
Erica Toelle: How do you marry the end user adoption and people pieces with the fact that the innovation is happening so rapidly? People need to change their behavior to use the new features.
Joanne Klein: It can be challenging for sure. Where I've seen the most success is organizations setting up productivity, collaboration, or adoption teams.
Some of the team members are in the first release program and are getting a look first hand at what's coming. They can prepare themselves and the service desk for fielding those calls once the feature gets rolled out organization-wide. They then set up appropriate training across the organization.
I've seen some creative ways of coaching in Office 365. One organization I work with now dedicates every Tuesday afternoon where they call it a genius bar. Anyone across the organization can go and ask whatever they want.
The Microsoft Tech Community has an Ask Microsoft Anything session where organizations can set up their own ask us anything session with experts in your organization to field the questions.
Productivity champions across your organization is another excellent example of what you need to have in place for successful adoption. There are lots of examples.

Resources for End User Adoption of Office 365

Erica Toelle: Do you have any ideas for quick wins for companies that can't fund a full adoption team but still want to get a little bit more value?
Joanne Klein: Yes. I would say to leverage the resources that are out there from Microsoft. They're excellent. For large organizations that have a big team, my recommendation is don't reinvent the wheel.
Microsoft has a team dedicated to documenting all the features that are in its product suite, and they change a lot. You don't want to have anybody in your organization that has to keep up with that pace of change.
Set up a SharePoint communication site, for example, to show off your training resources. Link back to all the Microsoft sites that are out there. For example,
The Fast Track productivity library is an excellent example that got lots of use cases that you can relate to specific scenarios in your own business. That's a great way to train your staff.
Erica Toelle: Another hot topic is Microsoft Teams. Have any of your clients or yourself been able to use and get value from that yet?
Joanne Klein: The main client I work with has used it on a pilot basis only. They are feeling it out. I think the biggest thing is not the technology so much, but it's the governance aspect of it.
Making sure Microsoft teams is being controlled and secured appropriately. Also, deciding whether you want end users to be able to provision their teams as required or have a little bit more control around that.

Run a Pilot for Microsoft Teams

Erica Toelle: Is it too early to get any learnings from that pilot? Or are there any best practices that you could share?
Joanne Klein: I'm not sure I have any best practices for Microsoft Teams yet. It's very organization specific. I think you must know the culture of your organization, see what you're comfortable with, demo the product. Maybe even have some proof of concepts out there for your organization and find out what's going to work for you.
Erica Toelle: It sounds like the pilot is a best practice for teams so you can figure out those organizational specific.
Joanne Klein: I think so. What works for one organization won't necessarily work for the other. More formal organizations might be the uncomfortable territory for them for a little bit. I think it's an excellent place that Microsoft is going for their collaboration scenarios.
Erica Toelle: That's great. Thank you so much for joining us today. It was fascinating to learn more about how you're using compliance for your customers. Also, about your specialization in user adoption.
Joanne Klein: Thank you for having me.

Expert Interview Series

This video is a part of RecordPoint’s Expert Interview Series. In this series, we speak with top Microsoft industry experts about topics related to compliance, governance, collaboration, and information management.

View additional videos from the Expert Interview Series

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